Genesys Quality Management
Important! Genesys Quality Management 8.1 and 8.0 entered End of Life (EOL) on July 29, 2016. They enter End of Maintenance on January 1, 2018, and reach End of Support on July 1, 2018. If you have questions, contact your account representative.
Genesys Quality Management is a Recording, Quality and Performance Management Suite for Contact Centers and Unified Communications Environments. The Genesys Quality Management provides you with a complete set of solutions to improve your contact center quality and performance. The suite offers interaction recording, screen capture, agent evaluation, and live monitoring. The Genesys Quality Management scales from small contact center deployments up to large distributed enterprise architectures and supports hosted and multi-tenant environments.
Release Notes
Documentation
GQM 8.151.20 Documentation Suite"> GQM 8.151.20 Documentation Suite
This .zip file contains ALL documentation for version 8.1.520. Note that ALL the files must be extracted to a local or network folder before use.
Active Recording Ecosystem Solution Guide
Provides help for setting up Call Recording.
Planning Guide"> Planning Guide
Provides help for planning your Quality Management solution.
Pre-Implementation Guide"> Pre-Implementation Guide
Use this document to prepare for GQM deployment.
Implementation Guide"> Implementation Guide
Describes how to implement the Genesys Quality Management 8.1.50x solution and OS on one server.
Datasheet"> Datasheet
Summarizes technical aspects of the GQM operating on Cisco and Genesys platforms.
Suite Administration and Reference Guide"> Suite Administration and Reference Guide
Provides information on the administration of the Genesys Quality Management Suite.
Suite User Guide"> Suite User Guide
Provides information for all users of the Genesys Quality Management Suite.
Readme
Release Notes
Documentation
Planning Guide"> Planning Guide
Provides help for planning your Quality Management solution.
Installation Guide"> Installation Guide
Describes how to install the Genesys Quality Management 8.0 solution and operating system on one server.
Datasheet"> Datasheet
Summarizes the GQM products and their key technical features.
Quality Manager User Guide: Agent"> Quality Manager User Guide: Agent
Provides agents with information on how to use the Quality Manager 8.1.480 user interface
Quality Manager 8.0 User Guide: Team Leader"> Quality Manager 8.0 User Guide: Team Leader
Describes for team leaders how use the Quality Manager 8.0.480 user interface.
Quality Manager 8.0 User Guide: CC Manager"> Quality Manager 8.0 User Guide: CC Manager
Describes tasks for a Call Center Manager to use and administer Quality Manager.
Quality Manager Administration Guide"> Quality Manager Administration Guide
Provides information on configuring and administering the Call Recording software.
Screen Capture Administration Guide"> Screen Capture Administration Guide
Describes the installation of the GQM 8.0.480 solution and operating system on one server.
Upgrade Guide"> Upgrade Guide
Describes how to upgrade from an earlier Genesys Quality Management.
Call Recording User Guide"> Call Recording User Guide
Describes how to use the Genesys Call Recording 8.0.480 user interface.
Call Recording Administration Guide"> Call Recording Administration Guide
Provides information on the administration and configuration of Genesys Call Recording.
Security Guide"> Security Guide
Describes the main security features in Genesys Quality Management.
Using Oracle with Genesys Quality Management"> Using Oracle with Genesys Quality Management
Provides information on additional processes required when using an Oracle database